Cloud Support Engineer

We are hiring a Cloud Support Engineer to deliver technical support to our employees and customers, as well as facilitate AV support for office conferences and events. This is an opportunity to kickstart your career. From problem qualification to full resolution, you will own and manage your cases. When needed, you will transfer your cases to your colleagues or involve senior engineers. If you have an affinity for open source development and a passion for technology, then you will enjoy working with some of the best people in the industry at Canonical.

About the role

Canonical is a leading provider of open source software and operating systems to the global enterprise and technology markets. Our platform, Ubuntu, is very widely used in breakthrough enterprise initiatives such as public cloud, data science, AI, engineering innovation and IoT. While our engineers regularly solve deeply interesting, complex technical problems, this is fundamentally a role rooted in human connection. You will act as a trusted peer and technical guide to external engineering teams, translating intricate open-source challenges into clear, empathetic solutions. We are rapidly expanding and looking for brilliant problem solvers who are just as passionate about building strong, collaborative relationships with customers as they are about the next generation of Canonical solutions.

Location: London, UK (Office-based)

What you’ll do

• Partner directly with customers across remote sessions, ticketing, and live conversations to deeply understand and resolve their technical roadblocks.
• Work hand-in-hand with internal engineering teams and regional peer groups to bridge the gap between complex code fixes and real-world customer satisfaction.
• Manage your support cases with a strong sense of personal integrity, ensuring commitments are honored and customer expectations are communicated transparently and predictably.
• Develop a rich understanding of the Ubuntu development process, empowering you to give customers clear, human context regarding timelines for engineering fixes.
• Author and maintain accessible knowledge base articles, ensuring lessons learned are shared openly to elevate the entire open-source community.
• Participate in a regular weekend working rotation to maintain seamless, high-touch continuity of care for our global partners.

What are we looking for in you

• An undergraduate degree in a technical subject or a compelling narrative about your alternative chosen path.
• Practical, hands-on experience supporting Linux systems, with an exposure to three or more of the following:
• Virtualization & Cloud: Using KVM or OpenStack.
• Containers: primarily Docker, LXD/LXC, or Kubernetes.
• Storage Ecosystems: Block, object, and network storage technologies.
• System Networking: Navigating bonding, firewalls, bridging, switching, or MTU tuning.
• A strong troubleshooting mindset, with the ability to look into stack traces or logs, identify OS/application-level bugs, and strategically guide the customer through next steps.
• Basic programming logic in any language to help parse code and collaborate effectively with Canonical Engineering teams.
• Exceptional written and spoken English, with a natural ability to convey technical complexity clearly, warmly, and compellingly.
• A genuine passion for helping people, paired with the emotional intelligence to navigate high-stakes technical situations with composure and empathy.
• Exceptional academic track record from both high school and university.
• Ability to travel internationally twice a year for company events up to two weeks long.

How we work

We look for a track record of going above-and-beyond expectations to achieve outstanding results, backed by self-motivation and drive. Our team members deliver their work precisely, with correctness and clarity. Reliability is at our core, where colleagues deliver high quality work that builds trust and confidence. We make ourselves accessible, collaborating to build products and systems that are usable. Finally we are adroit, blending enthusiasm, knowledge, adaptability, style and character.

What we offer colleagues

We consider geographical location, experience, and performance in shaping compensation worldwide. We revisit compensation annually (and more often for graduates and associates) to ensure we recognize outstanding performance. In addition to base pay, we offer a performance-driven annual bonus or commission. We provide all team members with additional benefits which reflect our values and ideals. We balance our programs to meet local needs and ensure fairness globally.

• Distributed work environment, with bi-annual team travel to connect in person
• Priority Pass for travel
• Personal learning and development budget of USD 2,000 per year
• Bi-annual compensation review
• Recognition rewards
• Annual holiday leave
• Maternity and paternity leave
• Team Member Assistance Program & Wellness Platform

About Canonical

Canonical is a pioneering tech firm at the forefront of the global move to open source. As the company that publishes Ubuntu, one of the most important open-source projects and the platform for AI, IoT, and the cloud, we are changing the world of software. We recruit on a global basis and set a very high standard for people joining the company. We expect excellence; in order to succeed, we need to be the best at what we do. Most colleagues at Canonical have worked from home since our inception in 2004. Working here is a step into the future and will challenge you to think differently, work smarter, learn new skills, and raise your game.

Canonical is an equal opportunity employer. Diversity of experience, perspectives, and background create a better work environment and better products. We are proud to foster a workplace free from discrimination, and regardless of your identity we will give your application fair consideration.